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Stage 3: Supporting someone experiencing vulnerability

Stage 3: Supporting someone experiencing vulnerability

Guidance for providing person-centred housing support for tenants experiencing vulnerabilities.

See CONVERSATION 2 for practice guidance in providing ongoing support.

For more information, please see our policy and procedure 

Making reasonable adjustments

When responding to vulnerability, we make reasonable adjustments to our services to remove barriers for tenants and households and support them to build resilience. 

When providing additional support to tenants and households, staff members should always discuss with them what’s is the most enabling and safest option. Not all support options will be relevant to tenants and context should be considered, as well as intersectionality between barriers faced.  

Reasonable adjustments can be requested at any time and by any method of communication by: 

  • The tenant or household member impacted  

  • A nominated advocate  

  • Staff, contractors, or partner agencies 

There are reasonable adjustments which can be made across Housing and Property services, these include: 

  • Communicating in accessible formats (e.g., large print, braille, in another language) 

  • Flexible communication methods (e.g., email, video calls, contacting in AM/PM) 

  • Adjustments to appointments or visits (e.g. Meet outside of home, accessibility of venue, meeting without other community members present, ringing doorbell multiple times, notice before in-person visits, visit in pairs, same gender officer for visits)  

  • Speaking to a nominated advocate on tenant’s behalf  

When deciding on a reasonable adjustment, the following is to be considered by staff: 

  • Impact: What will the impact be for the tenant, their strengths, and the barriers they face to services? Practicality: Is it feasible to implement for all parties involved? 

  • Cost and resource: Is it financially viable for all parties involved? 

  • Disruption: What will be the potential disruption to all parties involved? 

If Housing and Property services are unable to make the adjustment requested, alternatives will be offered and reason explained.  

It is the responsibility of all Housing and Repairs members of staff to make the above reasonable adjustments where these have been recorded.

 There may be other reasonable adjustment which can be made, this will depend on the vulnerability as well as the service delivering the adjustment. 

For more information about the reasonable adjustments we can make across services, and the service-specific support offers, please see our vulnerability procedure. 

Last updated: 19 May 2025